Remote Support
Traditionally, technical support involves having your in-house IT person come to your desk and cart your PC away to his hidden lair, where he will add it to his repair queue. (We're just kidding – most IT guys are proud of their lairs, and don't try to hide them from the rest of the world.) More and more businesses are discovering a cost-effective alternative to having an on-site support IT department: remote support, as part of computer managed services. With this option, an employee experiencing computer issues e-mails or calls to report the problem, and a skilled IT technician is able to take control of the PC and work on it remotely. There are obvious advantages to using remote support:
• The IT technician doesn't have to spend time (which you're paying for) driving to/from your business to fix a problem.
• The IT person is able to take control of the computer, without having to talk the employee through repairs to their computer, mouse click by mouse click.
• Most times, the computer can be repaired remotely, without having to be taken to a repair shop.
• The IT tech can be proactive – troubleshooting for potential problems as they are fixing the problem at hand.